Purpose
The TA Systems & Operations Specialist supports the execution, optimization, and continuous improvement of Talent Acquisition technology, workflows, automation, operational reporting, and service delivery.
This role partners with Talent Acquisition Operations, HRIT, Process Optimization, and other cross-functional teams to translate business needs into functional requirements, coordinate system enhancements, and identify opportunities to improve operational effectiveness.
A significant component of the position involves independently analyzing operational data, identifying trends and potential root causes, and translating findings into actionable insights and recommendations for Talent Acquisition and Operations & Innovation stakeholders.
The role combines analytical capability, systems knowledge, problem-solving, and strong communication skills to support data-driven decision-making and continuous improvement.
Responsibilities
1. TA Systems Execution & Enhancements | 25%
- Coordinate and support enhancements across Talent Acquisition technology platforms, including ServiceNow HRSD, SmartRecruiters, Workday, and related applications.
- Gather, document, and translate business needs into functional requirements and user stories for HRIT and technology partners.
- Maintain system enhancement requests and support backlog prioritization in partnership with TA Operations leadership.
- Coordinate user acceptance testing (UAT), defect tracking, implementation readiness, and post-launch validation.
- Identify opportunities to improve system functionality, user experience, workflow efficiency, and data accuracy.
- Support system integrations by documenting business requirements, investigating operational issues, and coordinating resolution with technical teams.
2. Operational Reporting, Analytics & Business Insights | 30%
- Develop, generate, and maintain recurring and ad hoc operational reports using ServiceNow, Excel, and other available reporting tools.
- Analyze ticket volumes, service-level performance, resolution trends, workflow effectiveness, system adoption, and operational performance.
- Investigate recurring issues, process inefficiencies, and emerging trends to identify potential root causes.
- Translate complex data into actionable business insights, identifying operational risks, improvement opportunities, and recommended actions.
- Develop dashboards, visualizations, and executive-ready presentations that communicate performance results and their operational implications.
- Summarize and present findings and recommendations to TA Operations, Operations & Innovation, and broader Talent Acquisition stakeholders.
- Partner with Process Optimization and operational teams to evaluate improvement opportunities and measure outcomes.
- Support workload forecasting, capacity analysis, and identification of emerging service-delivery trends.
3. Workflow Optimization & Automation | 20%
- Analyze existing Talent Acquisition workflows to identify manual activities, repetitive transactions, inefficiencies, and automation opportunities.
- Review operational trends to identify opportunities for workflow redesign, self-service, automation, and process simplification.
- Document current-state and future-state workflows, business rules, decision points, and functional requirements.
- Partner with HRIT and Process Optimization to support automation design, implementation, testing, and validation.
- Maintain a pipeline of identified workflow improvement and automation opportunities and provide recommendations on potential priorities.
- Track and report the operational impact of implemented enhancements, including efficiency gains, reduced manual effort, and improved user experience.
4. Knowledge Management & AI Enablement | 15%
- Support the ongoing maintenance, organization, and optimization of the ServiceNow knowledge management environment.
- Maintain knowledge content standards, article metadata, categorization, and documentation accuracy.
- Analyze operational trends and recurring inquiries to identify knowledge gaps and opportunities to strengthen self-service capabilities.
- Partner with subject matter experts to develop and update standard operating procedures, system documentation, and knowledge articles.
- Support AI-enabled service-delivery initiatives, including Now Assist and virtual assistant capabilities, through knowledge optimization and identification of potential use cases.
- Monitor knowledge effectiveness, adoption, and recurring support needs and recommend improvements to support operational efficiency and self-service.
5. Systems Standards, Controls & Cross-Functional Collaboration | 10%
- Support the standardization of Talent Acquisition system workflows, documentation, business rules, and operational controls.
- Coordinate with HRIT, HR Operations, TA leadership, and technology partners to support consistent system execution.
- Maintain system process documentation, workflow inventories, enhancement records, and change logs.
- Identify system-related risks, control gaps, and process inconsistencies and escalate issues or recommend corrective actions as appropriate.
- Support technology releases, change readiness, stakeholder communications, and adoption activities.
- Provide operational insights and recommendations to support TA technology planning and continuous-improvement priorities.